Service Desk Analyst

About the role

The Service Desk Analyst I at Boston Beer Company participates in daily operations of the service desk, providing customer support and technical support, and collaborating with IT teams.

Responsibilities

• Respond to and resolve IT service requests and incidents in a timely manner, ensuring minimal disruption to business operations.
• Provide technical support to end-users via phone, email, or in-person, addressing hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions for future reference.
• Participate in after-hours on-call queue to address urgent issues as they arise.
• Maintain asset inventory process by assigning, upgrading, and maintaining hardware inventory; laptops, tablets, printers, and peripherals (including handheld scanners).
• Deliver excellent customer service, maintaining a professional, and helpful demeanor always.
• Maintain IT Knowledgebase and contribute new articles to facilitate support.
• Maintain asset management processes for hardware and software.
• Ensure compliance with company policies, procedures, and IT security standards.
• Other duties as assigned.

Requirements

• Minimum Qualifications: 1+ years of helpdesk or service desk experience.
• Experience supporting client configuration management and mobile device management tools such as Intune, SOTI, SCCM, etc.
• Knowledge of industry standards such as ITIL.
• Experience working in corporate and/or manufacturing environment.
• Intermediate trouble shooting of technologies including wired and wireless network connectivity, client operating systems, telephony and conference rooms, handheld scanners, printers, productivity applications (such as Microsoft 365), business applications (such as SAP), etc.
• Intermediate knowledge of Microsoft and Apple client operating systems.
• Strong phone and personal communication skills.
• Able to effectively prioritize and execute tasks in a fast pace and ever-changing environment.
• Able to diagnose and resolve technical issues remotely and on-premises.

Preferred Qualifications

• Experience with Microsoft System Center or Microsoft Endpoint.
• Level: 8IC.

Benefits

What's in it for you? The Boston Beer Company offers a comprehensive benefits package, including:

• Tuition reimbursement
• Fertility/adoption support
• Free financial coaching
• Health & wellness program and discounts
• Professional development & training
• Free beer!

Pay

The hourly rate for this role is between $30.00 and $50.00/hour. However, the starting point within this range is determined by the candidate's related experience, skillset, and location.

Schedule

This position qualifies for a discretionary annual bonus based on company and individual performance, and certain sales roles might include a car allowance.